Open to opportunities

Femi Falana

@femifalana1

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Fraud Analyst with expertise in complaint resolution and risk management.

Nigeria

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What I'm looking for

I am seeking a role that values analytical skills and offers opportunities for professional growth in fraud prevention and customer service.

I am a dedicated Fraud Analyst and Complaint Resolution Specialist with five years of experience in financial crime detection and risk management. My career has been marked by a proven ability to investigate suspicious transactions and resolve escalated customer complaints effectively. I pride myself on combining analytical rigor with a customer-centric approach, which has allowed me to minimize losses while ensuring compliance with Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations.

In my current role at Guaranty Trust Bank, I manage escalations for banking complaints, resolving over 50 daily issues with a 95% satisfaction rate. My efforts in streamlining workflows have reduced resolution times by 70%, and I have successfully trained staff on fraud awareness and customer de-escalation techniques. My analytical skills have enabled me to investigate and flag high-risk transactions, significantly reducing fraudulent losses through enhanced pattern recognition.

Experience

Work history, roles, and key accomplishments

Current

Complaint Resolution Specialist

Current

Guaranty Trust Bank

Jan 2020 - Present (5 years 5 months)

Managed escalations for banking and financial service complaints, resolving over 50 daily complaints with high satisfaction and proper feedback. Streamlined workflows to reduce resolution time by 70%, and documented root causes of disputes to cut repeat complaints by 35%.

Regulatory Compliance Root Cause Analysis Workflow Optimization

Fraud Analyst

Guaranty Trust Bank

Jan 2022 - Dec 2023 (1 year 11 months)

Investigated 100 daily transactions for potential fraud, significantly reducing fraudulent losses through enhanced pattern recognition. Resolved over 50 monthly customer disputes related to unauthorized transactions, achieving a 95% resolution satisfaction rate.

Fraud Detection Transaction Monitoring UDAAP Risk Mitigation

Industrial Trainee

Guaranty Trust Bank

Jan 2016 - Present (9 years 5 months)

Improved efficiency through strict adherence to operational guidelines and monitored Automated Teller Machines, including cash handling and maintenance. Identified counterfeit notes while handling cash, ensuring financial security and enhancing customer satisfaction by promptly addressing issues.

ATM Monitoring Customer Service Queue Management

Education

Degrees, certifications, and relevant coursework

Federal Polytechnic Ilaro

National Diploma, Computer Science

Completed a National Diploma in Computer Science, achieving an Upper Credit. Gained foundational knowledge in computer science principles and applications.

Federal Polytechnic Ilaro

Higher National Diploma, Computer Science

Obtained a Higher National Diploma in Computer Science with an Upper Credit. Further developed expertise in advanced computing concepts and practical skills.